"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Searching For Knowledge

A successful knowledge management solution must shadow the natural work processes of the support agents. Knowledge must be accessed, captured, and improved as an intrinsic part of how agents interact with customers to solve problems. In other words, the knowledge management application not only assists an agent with the problem at hand, but also extracts unique reusable knowledge from the interaction for subsequent cases. The following shows a service request being created.

Giva eKnowledgeManager is integrated with the process of opening a service request. After you enter a service request description and click on either "Search eKnowledgeManager" or "Search Service Requests", a copy of the service request description will be copied to the first field on the search page.

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